EUC Support Lead (remote)

Claritev•New York, NY

6h•Remote

About The Position

This position is responsible for overseeing the End-User Computing (EUC) Support team in their assigned region, as well as providing technical support. Participates in and leads the work of subordinates. This role requires periodic travel to company offices and operational sites as needed to support team activities and business needs. The incumbent works under some direction, leads and motivates EUC Support staff, and uses independent judgment to identify issues and recommend solutions. Work varies from moderate to complex, requiring the individual to use a broad range of knowledge gained through experience. The incumbent works with internal and external resources to complete objectives, keeping the needs of end-users and customers as a priority when making decisions and taking action. This is a people management job with influence on hiring, performance management, discipline, and training.

Requirements

Minimum bachelor’s degree or Technical School degree, or five years of related experience.
Minimum 5 years’ technical experience, preferably in an EUC Support environment.
Knowledge of PC and network troubleshooting.
Knowledge of ServiceNow tracking system.
Communication (written, verbal, and listening), leadership, people-management, planning, organizing, analytical, problem-solving, and time-management skills.
Ability to create and manage procedures for end-user instruction, escalation, troubleshooting, etc.
Ability to assess ramification of issues and prioritize tasks based on business impact.
Ability to evaluate situations and current information to determine the appropriate course of action and execute decisions.
Ability to handle a high-pressure environment.
Ability to lead and mentor individuals.
Ability to use software, hardware, and peripherals related to job responsibilities.
Ability to lift moderate-sized computer equipment.
Ability to travel to the company offices and operational sites as needed.
Ability to work off hours to support business needs.

Responsibilities

Provide technical support leadership for assigned region and for EUC Technicians assigned to that region, and across other regions as required.
Work with EUC Support & Engineering Manager in maintaining set Service Level Agreement and reduce client complaints and concerns.
Enforce all policies and procedures that have been set forth by the IT department and ensure standards are being followed and goals are being met.
Maintain support availability scheduling for offices in assigned region, and other regions as required.
Manage the ServiceNow EUC Support queue to ensure ticket resolutions are met to department specifications.
Lead EUC Support projects working with a variety of internal groups and vendors. Identify, prioritize, and drive resolution of projects, relevant problems, risks and issues.
Create and maintain EUC Support department procedures and end-user instructions as required and in accordance with department standard operating procedures.
Supervise and manage EUC Support Technicians, which includes setting goals, developing processes, and providing guidance and constructive performance assessment.
Ensure skillset of regional EUC Technicians are maintained and developed.
Select, develop, and evaluate staff to ensure the efficient operation of department.
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
Collaborate, coordinate, and communicate across disciplines and departments.
Ensure compliance with HIPAA regulations and requirements.
Demonstrate Company’s Core Competencies and values held within.
Please note due to the exposure of PHI sensitive data – this role is considered to be a High Risk and Privileged Role.